Blue Mantis

Desktop Support Engineer

Blue Mantis

full-time

Posted on:

Location Type: Hybrid

Location: Londonderry • New Hampshire • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $70,000 - $85,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AndroidAzureMacOSServiceNowVoIP

About the role

  • Provide in-person, phone, and ServiceNow ticket support for end users; problem determination, recording, and resolution
  • Onsite 2 days a week in Londonderry, NH; work on-location within Blue Mantis client facilities
  • Receive ticket escalations, participate in Help Desk call queue, and resolve or escalate issues per SLA
  • Maintain ticket updates and timely communication on issue status and resolution
  • Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles
  • Configure and image desktops and laptops; perform new user onboarding and terminated employee offboarding
  • Work with vendors to resolve issues and escalate to programmers (e.g., Component Control/Quantum) as needed
  • Provide hardware support (keyboards, mice, docking stations, printers) and manage spare inventory
  • Support VOIP phone systems, SharePoint integrations, and basic network and VPN client issues
  • Perform walk-in support for onsite employees and participate in client-assigned projects

Requirements

  • 3-5 years of Help Desk support experience
  • Experience with providing technical assistance over the phone and customer facing interactions
  • Able to multi-task by working on multiple open tickets simultaneously
  • Experienced in working in a fast-paced environment with multiple priorities and projects
  • Able to investigate, analyze and troubleshoot customer issues
  • Comfortable making decisions on issue resolution without supervision
  • Demonstrates excellent verbal and written skills
  • Motivated to learn new skills and technology practices
  • Windows/MacOS imaging and configuration
  • VOIP phone system issues and vendor coordination
  • New user onboarding and hardware setup (laptop, desktop, phone, company cell phone)
  • Terminated employee offboarding and access removal
  • Building access badging and access profile management
  • Basic network support (LAN/WAN/wireless) and VPN clients (Cisco, SonicWall, Fortinet)
  • SharePoint and Microsoft tools support, including integrations and workflows
  • Experience with Exchange/M365 Administration and Azure/EntraID Active Directory Administration
  • Autopilot/Intune experience is a nice to have
  • Printer setup and troubleshooting (local, wireless, network)
  • Mobile device support (iPhone, Android, Windows)
  • Manage spares inventory and hardware troubleshooting

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Help Desk supportWindows imagingMacOS configurationVOIP supportnetwork supportVPN client troubleshootingExchange AdministrationM365 AdministrationAzure Active Directory Administrationprinter troubleshooting
Soft skills
problem determinationmulti-taskingdecision makingverbal communicationwritten communicationcustomer servicemotivation to learnanalytical skillstroubleshootingtime management